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Jump to the questions:
I cannot convert my project into a job
I cannot convert my project into a job
Check if the project address is set:
Navigate to: Sales > 'select the lead' > Details, scroll to find Project Address:
⚠️ Once converted to a Job, a project cannot be reverted to the Estimate stage!
The address is not saving or not saving properly
The address is not saving or not saving properly
Sometimes the Google Maps integration has difficulty recognising an address, particularly with new land developments or subdivisions.
To access the manual entry function, enter random characters to trigger the Enter Address Manually button.
Click on Enter Address Manually, complete the address details and save
Once saved, refresh your browser, the address will display correctly:
The Recipient or Client Name is not displaying in documents
The Recipient or Client Name is not displaying in documents
In the document right-hand-side menu, select Send Document and use the drop-down or custom email option to choose the recipient.
Client not showing in the drop-down?
Client not showing in the drop-down?
Navigate to the Lead Details or Job Details, scroll to the bottom, and verify that the contact has been assigned, as highlighted below.
Only partial information is showing?
Only partial information is showing?
Check that the details are included in the contact. Navigate to Contacts > Clients > Select the client.
Then verify that the name, email, mobile and home address have been entered:
I cannot send a client invoice
I cannot send a client invoice
The most common cause for this error is that the client has not been assigned a Xero contact. To check and add one, navigate to Job Details > Scroll to Contact Details > Select the Client
If the Xero Contact field is blank, first click 
and then look up your contact from the drop-down by typing their name.
⚠️ Only if they are not present should you create a new contact with the option below, otherwise you may result in having duplicate contacts in Xero.
My Sync with Xero is not working
My Sync with Xero is not working
To reconnect the Xero Integration, please complete the following steps:
Please be aware, this task requires someone with Admin-level access (Full Access) and Xero permissions to add integrations.
⚠️ Do not disconnect the integration until you know who has access to reconnect it.
1) Navigate to Settings > Account Integration
2) Click on Disconnect from Xero, as shown below
3. Login to Xero, click on the company name to display the drop-down menu and click on Settings
4. Navigate to organisation settings > Connected Apps
4A: If JACK App is not listed as a connected app, proceed to step 5
4B: If JACK App is listed as a connected App, disconnect it
5. Return to JACK App and navigate to Settings > Account Integration, and proceed with Connect to Xero. Follow the on-screen prompts.
6. Ensure you have a default account set from your Xero Charter of Accounts for Sales, Bills and Manual Payments, as illustrated below, click Save Changes.
We Cannot Sync Timesheet(s) to Xero
We Cannot Sync Timesheet(s) to Xero
JACK App cannot push timesheets to Xero when there are already timesheets in Xero for that pay period that were created directly in Xero or through another 3rd party software. If this occurs, talk to your payroll administrator to work out a solution and review the Xero payroll.
Things to look out for:
Check that the pay cycle in Xero is set as Monday to Sunday.
Ensure your staff are set up properly, more details on timesheets are available in this article.